Client Success Specialist

Role Overview

• Serve as the first point of contact for residential client queries via phone and email, ensuring timely and professional communication.
• Build and maintain strong relationships with clients, clinicians, and internal stakeholders to support service continuity.
• Triage shared inbox inquiries, provide updates, and ensure all client concerns are addressed and tracked to resolution.
• Follow up proactively on missing reports, documentation, or service confirmations to maintain workflow accuracy.
• Demonstrate excellent phone etiquette and a solutions-focused approach when handling client concerns.
• Reconcile end-of-day operational reports and align clinician attendance with scheduling to ensure smooth service delivery.
• Maintain task visibility, ownership, and workflow tracking across residential operations.
• Coordinate with internal teams to resolve operational gaps, documentation issues, and scheduling discrepancies.
• Verify service delivery against reports and process EPC and non-EPC invoices accurately and on time.
• Maintain EPC summaries, validate resident data, and follow up on invalid or incomplete documentation.
• Support residential billing readiness to protect revenue flow and reduce revenue leakage.
• Review submitted expenses in line with company policy and coordinate approvals with the Operations Manager.
• Update invoice trackers and ensure accurate financial record-keeping.
• Proactively identify and resolve operational or client-related issues with minimal supervision.
• Take full ownership of assigned tasks, ensuring deadlines and service standards are consistently met.
• Contribute to continuous process improvements across client services and operational workflows.

Requirements

• Minimum of 2 years of experience in client services, customer support, operations, or administrative roles (healthcare, residential, or service-based industries preferred).
• Proven experience in invoicing, billing, or finance support roles.
• Strong client relationship management skills with a professional and confident phone manner.
• Experience handling shared inboxes, client queries, and stakeholder coordination in a fast-paced environment.
• Proficiency in Excel, CRM systems, and invoicing or administrative tools.
• High attention to detail with the ability to manage both client-facing and finance-related tasks.
• Excellent organizational, communication, and problem-solving skills.
• Reliable remote or hybrid work setup with stable internet and contingency plans for outages.
• Proactive, accountable, and able to work independently while maintaining high service standards.